Complaints Procedure – Assisted Living

Should you have any concerns or have a complaint, please ensure you follow the complaint procedure so that corrective action may be taken. Please contact the Life Enrichment Coordinator – 604-851-4006

Step 1: Seek to resolve the issues through one-to-one discussion with the appropriate person. This may be another resident, the staff on duty, the appropriate manager, or another employee of Terrace East Assisted Living.

Step 2: Failing satisfaction with this discussion, you may choose to bring the matter to the attention of the Nurse Team Leader. The Nurse Team Leader will investigate the complaint and provide you with the results of the investigation and any action required.

Step 3: If the matter is not resolved at this stage, it is recommended to put it in writing. This will then be forwarded to the appropriate Manger. The appropriate Manager will clarify the nature of the complaint and attempt to resolve the issue.

Step 4: Notwithstanding any of the above, any resident or person with a concern may make a complaint to the Assisted Living Registrar’s office. The office addresses complaints about the violation of health and safety standards, abuse and/or neglect of residents, provision of prescribed services by an operator, inability of residents to direct their own care, operator not offering all five hospitality services, and the operation of an unregistered assisted living residence.

The Registrar may be contacted as follows:

Office of the Assisted Living Registrar of BC
Ministry of Health
2-2, 1515 Blanshard St
Victoria, BC, V8W 3C8
Phone: 250-952-1369, Toll-Free: 1-866-714-3378
Email: info@alregistrar.bc.ca

Garry Janzen – Life Enrichment Coordinator

My name is Garry Janzen, Life Enrichment Coordinator (LEC) at Menno Place.

The team at Menno Place, as well as your neighbours, want to welcome you as an important part of our community. We encourage you to get to know the people you live with, who they are and where they come from.

Let us get to know you as well, residents like you make Menno Place the one-of-a-kind environment that it is.

It is our sincere desire to support you and your family as you make this transition to your new home. We understand that moving homes can be a challenging time, and we want to do whatever we can to make this change as seamless as possible.

As Life Enrichment Coordinator, alongside your Care Team, I am here to help facilitate Person and Family Centered Care (PFCC) and support you and your family through all the transitions from Move-in to goodbye. I look forward to getting to know you and your family!

Making connections is always an important part of getting to know your new surroundings. Here are a few phone numbers that may be helpful for you or your family:

Where to find me?

My office is right beside the Fireside Café, 1st floor, Menno Hospital building.

My phone number # is 604-859-7631 ext. 2282 or Direct 604-851-1332

My email is Garry.Janzen@MennoPlace.ca

Campus Telephone Numbers and Contacts

Life Enrichment Coordinator – Apartments – 604-851-4006

Life Enrichment Coordinator – Home/Hospital – 604-859-7631 ext 2282 or Direct 604-851-1332

Check our website, MennoPlaceLife.com,to learn more about living at Menno Place 

Reception hours are Monday through Friday, 8:30 AM until 4:30 PM. The office is closed on weekends and Statutory Holidays.

Terrace Reception – 604 851-4004

Primrose Gardens Reception – 604 851-4000

24-hour Building Emergency – 604 217-4418

Leonard Klassen – Life Enrichment Coordinator

My name is Leonard Klassen, and I am the Life Enrichment Coordinator (LEC) at the Menno Place Apartments.

The team at Menno Place, as well as your neighbors, want to welcome you as an important part of our community.

We encourage you to get to know the people you live with and find out who they are and where they come from. Let us get to know you as well, as residents like yourself make Menno Place the one-of-a-kind environment that it is.
 
It is our sincere desire to support you and your family as you make this transition to your new home. We understand that moving homes can be a challenging time and we want to do whatever we can to make this change as seamless as possible.

As Life Enrichment Coordinator, alongside the Menno Place team, I am here to help facilitate Resident and Family Centered Care and support you and your family through all the transitions from move-in to goodbye. I look forward to getting to know you and your family!

Making connections is always an important part of getting to know your new surroundings. We are pleased that you have chosen to make your new home with us. 

Our team has gone to great lengths to ensure your apartment provides comfort, convenience, safety, and privacy. The Resident handbook will give you general contact numbers and information about the buildings here at the Apartments at Menno Place. 

Where to find me?

My office is in the foyer of Primrose Gardens. My office telephone number is 604-851-4006 and my cell phone number is 604-835-9522.

Alternatively, you may contact the Reception Office.

Terrace & Pavilion Reception Office – 604 851-4004.

Primrose Gardens Reception Office – 604 851-4000.

Email me: Leonard.Klassen@Mennoplace.ca